Mattress Firm Gig Harbor West — Hotel in Gig Harbor

Shopping for a mattress is not high on our list of fun things to do. We did not want a pure memory foam mattress - we probably would have tried the new internet companies (Leesa, Casper) people are raving about for one of those. So off to the mattress store we went. Overall, not as bad as an experience as it could have been. PROS: Kyema (our saleswoman) was very professional, knowledgeable, and did not try to steer us towards an "upsell." 5 stars for her work. I have been in other Mattress Firm stores around the country and I would often get a "used car salesman" vibe -- not here. She also knew her competition and explained the benefits of Mattress Firm's products and policies. Delivery: Delivered the next day, on time - to the minute. Return Policy: As explained, it's better than furniture stores or other mattress stores. Hopefully won't have to use it! CONS: Some of what are clearly their standard procedures are a little disingenuous -- I don't blame the sales staff, just some things to be aware of when you go in: -- When you get a quote, it automatically came up with the extended warranty on the adjustable base and an expensive mattress cover. We didn't ask for either. If you don't get the mattress cover, Mattress Firm won't cover the mattress for stains/fluid damage. Go over your quote carefully. Watch for sales. We received a quote and we almost ready to purchase when a sale popped up -- saved us a couple of hundred dollars. We did not get a call from them informing us we could save more money -- that would have been impressive. Figure out what you want and then wait for a sale. This is not technically Mattress Firm's problem, but their delivery company is probably committing OSHA violations. Our poor delivery guys had to take a 200 lb adjustable base upstairs. They did not have belts or lifting straps. I had to jump in to help. Adjustable bases come as a solid unit. If you have funky stairs actually getting them into your bedroom may...

Would be 0 stars if I could. Purchased a great new mattress that we were super excited about. However, the delivery was a nightmare that we are still dealing with. They were able to get delivery quickly which again we were excited about. Delivery truck was huge and the team decided to put their wheels into our yard and got stuck. After an hour of attempt and my awesome neighbors coming to help, they freed the truck. The team never called anyone for help and could not communicate effectively with me just watching them helplessly. We had to use our own garden wood chips to give the huge truck traction to get out of our lawn. They also broke an irrigation line backing down our driveway. After alerting MF, it took us three attempts to get in touch with the manager who was less than concerned stating “what are you wanting here?”( I will say Jamie their associate was great and responsive on the first call) but no one on duty the day it happened had any clue what to do to make it right. It’s been weeks, we sent in pictures and videos, and we still have only had our delivery fees refunded (they had to come out twice because our adjustable base did not work on the first trip- second delivery team was great). We spoke with their claims team and they offered us $100 for damages, what an insult. Our landscaper had quoted $5k in damages to our lawn and irrigation! Mattress Firm has been less than helpful and basically handed us off. We bought through them and expected them to help us and make it right! So disappointing. Go somewhere else where they care about their customers. This review could have been so different! Mistakes happen, but customers deserve to be taken care of and cared for during and...

I am sorry to rate this store so badly because two out of three times I went there I had a great experience with salespeople who were knowledgeable and helpful. But today I went into the store to discuss the return of a mattress I bought two weeks ago that is not working out, and had an emotionally brutal experience with a totally rude and disrespectful salesperson.

When I came in he was behind the desk on his cell phone. He glanced at me and said, "I'm sorry I can't help you today our computers are down and they will be down all day so there is nothing I can do." I asked if he could at least help me find the right mattress, so he turned the computer around to show me that it was offline and repeated in a rude tone of voice that he could not help me and there was nothing he could do for the entire day.

When I asked for his name so I could document his unwillingness to help a customer, he ran into the men's room and closed the door. Then he came out and I said I would just like your name, so he went into the team room and I heard him talking on the phone to someone about what had happened. I heard him say that he had asked me to leave the store, which he had not up to then.

Then he came out and said if I did not leave the store he would call the police, which he did. This is the first time in my very long life I ever had an experience like this in a store ever and I mean ever. I am really worried because I now have an expensive mattress that is killing my body. I wake up in pain in the middle of the night. I need to exchange this mattress and am afraid to go...